Miscellaneous
Our motto for verifying customer's information.
What is "Ask, don't tell"?
Two ways customers can shop with GameStop.
What are in-store and buy online?
Agents should use Zendesk to do this for every call.
What is disposition?
Three items agents use to search for an order.
What is the order number, phone number on the order, or email address on the order? [All orders have a short order number, but not all orders have a long order#.]
Where GameStop Customer Service agents go to take training courses?
What is MyAbsorb LMS?
Everyone should always do this before walking away from their computer.
What is lock your computer screen?
The amount customers must spend to get free shipping.
What is $48.99?
The action an agent takes when they are unable to fix a customer's issue and it needs to be sent to another team to resolve.
What is submitting a handoff?
Another name for "Customer PO number" on Sterling's Order Search screen.
What is a long order number?
Five types of GameStop customers.
What are The Holiday Shopper, The Gift Giver, The Casual Gamer, The Core Gamer, and The Collector?
GameStop payment method that is handled through Citizens One.
What is Xbox All Access [XAA]?
This is displayed when an agent hovers over the "+ Add" button in Zendesk.
What are recently viewed or updated tickets?
GS_US_DC_GV1 means the order was shipped from here.
What is Grapevine, Texas warehouse?
The tool agents use to get information about how to help a customer.
What is Knowledge Base in Zendesk?
The 3 communication channels customers use to contact GameStop.
What are email, phone, and website [API & SDK]?
What is PayPal Pay in 4, Klarna, and Zip?
Two ways the KB can be accessed in Zendesk.
What is clicking the four squares and selecting "Guide" and clicking the book icon to the right of an open ticket?
Orders older than 3 months can usually be found by searching here.
What is "Archived orders"?
The system agents use to see a customer's fraud score.
What is Accertify?
Our 4 culture concepts.
What are customer obsessed, the 3 E's (Engage, Enrich & Educate), having a positive mindset, and finding a quick solution?
The ways customers can pay when placing an order through a GameStop phone agent.
How GameStop uses Zendesk.
What is to receive, track, manage, prioritize and resolve all customer interactions?
The 4 main statuses of an order.
What is created, scheduled, released, and shipped?
The system used to see authorizations, charges, and refunds.
What is Cybersource?